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Contabo '24/7 support' took four days

General Discussion by FyreJun 28 replies 2.5K views
FyreJun

Member OP

13 #1

It is my humble opinion that perhaps the response time guarantee of Contabo has not been met in my recent experience. Let us review the facts as I understand them.

On September fifth at fourteen hundred hours I submitted a ticket regarding a service interruption of my VPS. The automated response arrived promptly. However, no human reply was received until September ninth. This is approximately ninety-six hours, which exceeds the stated twenty-four hour commitment by some margin.

I do not wish to cause difficulty. I am merely seeking clarification on whether the guarantee remains in force, and if so, how one might request the compensation that is mentioned in the terms of service. I apologize for any inconvenience my inquiry may cause.

The ticket number is FM-2025-0905-7781 if that is of assistance.

mediaaustin

Member

Deliverability Nerd

#2

Yaml
Complaint:
Tone: excessively_polite
Severity: 4_days
Likely_outcome: ignored
Advice:
- RTFM
- check spam folder
- verify email address

Bullet points:
- your ticket number format is wrong
- Contabo uses FM-YYYY-MMDD-NNNN
- you wrote FM-2025-0905-7781
- that is not a valid ticket

RTFM

SPF, DKIM, DMARC — holy trinity ✉️
jane_ffm

Member

#3

Hi @FyreJun, thank you for reaching out and for your patience. I'm sorry to hear about the delay you've experienced.

I'd like to check on ticket FM-2025-0905-7781 for you. Could you please DM me the email address you used to submit it? I want to make sure we're looking at the right account.

A few things that sometimes cause delays:
- Ticket sent to sales@ instead of support@
- Email caught in our edge filters
- Account verification pending

I'll follow up via DM once I have your details. Thanks again for bringing this to our attention.

— Jane @ Contabo

Single mode till I die 💀
JokoNord

Member

#4

I made VPS last month with Contabo also, sir. I had problem with network and support helped me in two hours, bro. Maybe you sent to wrong address? I did same thing first time, sent to billing instead of support. Very easy mistake sir. Hope you get answer soon

traffic worse than my packet loss
Doug

Member

New Jersey

#5

Four days to complain about four days. The recursion is beautiful.

grabs popcorn, checks /r/drama
dave39

Member

#6

The scrap gods provide and the scrap gods take away,,,,, Four days is nothing I waited three weeks for OVHcloud once,,,,, They said my ticket went to spam folder but I dont believe them,,,,, Now I run my own mail server on a box I found in dumpster,,,,, Works better than any host,,,,, ~~dave

HeadRich

Member

128GB or nothing

#7

Your VPS, what specs? If it's their 512MB plan no wonder they deprioritize you. I only buy 8GB+ instances, support answers in 20 minutes. Hardware matters, budget plans get budget attention. My dedi at Leaseweb has 64GB and I never open tickets, I just fix it myself.

Emre10

Member

#8

I had a ticket sit for five days with them once

pavel_train

Member

#9

FyreJun which VPS plan, 512MB or something bigger

Buenos

Member

#10

Jane_ffm that ticket format matches what torontoeng said was wrong.

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